Overview
In the Offset Customers tab there is a "Bounced Emails" section where you can see a list of customers who weren't able to receive transactional emails from your admin email address. When an email bounces, Offset stops sending that customer emails to prevent further deliverability issues. Once the issue has been resolved (see details below on troubleshooting why emails bounce,) you can "unban" the customer's email so they can start receiving transactional emails.
Transactional Emails Context
While marketing emails are sent from your domain (@yourbrandname.com) through platforms like Campaign Monitor, Offset also sends transactional emails from your domain to your customers for things like a new sign up welcome message, club sign up confirmation, order confirmation message, etc.
The email address these emails are sent from is listed as your "admin email" in Offset Settings > Transactional Emails along with the list of the various transactional emails that Offset sends from your domain.
What is a Bounced Email?
What happens:
When you send an email, it is sent from an email server to your recipient’s email server
If the recipient’s server can't or won't accept the email (for reasons like the email address not existing, the inbox being full, or security rules), it rejects it
Your server then gets a notification saying, basically, "this message didn’t make it" — it bounced back.
Why do emails Bounce?
Emails can bounce for a variety of reasons:
Incorrectly spelled email address (gmail.con)
Recipient filtering: corporate firewalls, user spam settings, inbox tabs.
Reputation issues: High spam-rates from your domain above < 0.3 % could trigger this
Authentication issues: DMARC, DKIM, SPF missing records or issues
Note that if you use Campaign Monitor, that toll will tell you if there are issues with these records so if your campaigns are sending as expected you can safely assume authentication issues aren't to blame
How do I fix it and unban an email?
Before "unbanning" the email and allowing Offset to attempt to send transactional emails to them again, we recommend reaching out to each customer to figure out what the issue is. If you just unban the email address without addressing the root case, it will occur again. Try emailing from a different email address or texting / calling them.
Step 1: If you use Campaign Monitor, check your suppression list
If the customer wasn't receiving Offset transactional emails from your domain, it's possible they also aren't receiving marketing emails from your domain either. Campaign Monitor does a similar thing as Offset where it suppresses addresses that bounce emails.
Try checking the suppression list in Campaign Monitor. If it is suppressed over there, Campaign Monitor may provide additional context as to the issue that could give you a clue as to what is causing the issue. You'll also want to resolve the suppression issue in Campaign Monitor so they can get your marketing emails!
Step 2: Search the Customer’s Inbox
Ask the customer to:
Search their email inbox (including Spam, Promotions, Updates, or Junk folders) for your company name or email address.
Double-check if the email might have been overlooked among other messages.
Step 3: Verify the Email Address
Look carefully for typos in the customer’s email address (example:
.coninstead of.com, missing characters, extra spaces).If possible, confirm the correct spelling directly with the customer.
Step 4: Ask the Customer to Add You to Their Contacts
Ask the customer to add your sending email address (like
[email protected]) to their email contacts list.This helps prevent future emails from getting filtered into Spam or Junk.
Different email providers will have different methods for adding a contact, and plenty of helpful information is available online. Here's details on a few:
GMAIL: Have them sign into their email on their computer and then go to this link: https://contacts.google.com/ to add you as a contact
YAHOO:
Have them navigate to the right panel in New Yahoo Mail, click Contacts.
Click the All tab.
Click the More options icon
Click Add a new contact.
Enter the contact's info.
Click Save.
Step 5: If It’s a Work Email, Ask About IT Filters
If the customer is using a work or corporate email address:
Company firewalls or email servers may be blocking your messages automatically.
Ask the customer to have their IT department allowlist your sending domain (like
@yourbrand.com) and/or IP addresses.Alternatively, you could ask the customer for a different email address
Step 6: Only Unban After Addressing These Items
Once you have:
Verified the email is correct
Helped the customer search their inbox
Asked them to add you to contacts
(If needed) Confirmed with their IT department
✅ It’s safe to click “Unban” in the system and retry sending them an email (perhaps resending a recent order receipt email) to have them verify they received it.